Windows Virtual Desktop (WVD) FAQs


This article answers some common questions and issues arising relating to Windows Virtual Desktop while remote working.

FAQs

What is Windows Virtual Desktop?

Can I use multiple monitors with WVD?

How do I know what server I am on?

I have both DS and Admin accounts, can I sign in on with either?

Can I use a project account with WVD?

Is there a timeout?

How do I print?

What happened to the files I saved on the desktop?

Will my preferences/personalisation settings be kept when I log out?

What software/features are available?

Can I access Banner?

Can I add a shared inbox in Outlook?

Why doesn't Software Center show the same software as my University PC?

Why can’t I install software through Microsoft Store?

What happens if I click "power off" in the start menu?

Can I use Sophos Folder Encryption to access Highly Confidential Information on Windows Virtual Desktop?

What's the difference between Virtual Windows Desktop (VWD) and Windows Virtual Desktop (WVD)?

Troubleshooting

I receive a message saying, "The username you have entered is not enrolled with Duo Security. Please contact your system administrator."

I don't have access, how do I get it?

Outlook won't open or I receive a "cannot expand folders" message

I am trying to access the service but receive a 'Network Level Authentication (NLA)' error

Why can’t I access the service?

The @ sign on my Mac is not working in WVD

I receive an error message saying "We couldn't connect because there are currently no available resources..."

I am trying to access the service but am just seeing a black screen

I am using Academic WVD and the software I am using is running very slowly

I cannot open image files

I receive a message when trying to search in Outlook

What is Windows Virtual Desktop (WVD)?

WVD is a Windows 10 desktop which can be accessed from Windows (7 & 10), Mac (10.14 Mojave and up) and Linux (via browser) devices.

It is split into three separate 'pools' each of which gives access to a variety of software applications for different groups of users as follows in the table below:

 'Pool' nameRelease DateAvailable toIncludes
GeneralAvailable nowAll Staff Network drives (e.g. M:, N:), Microsoft Office; on-campus web services, Banner, Argos, Printing (local and MyPrint)
AcademicAvailable nowAll Students and AcademicsNetwork drives (e.g. M:, N:), Microsoft Office; on-campus web services; priority teaching applications, Printing (local and MyPrint)
SAP & RestrictedAvailable nowStaff needing to access corporate applicationsNetwork drives (e.g. M:, N:), Microsoft Office; on-campus web services; SAP, Banner(ODBC)

Can I use multiple monitors with WVD?

Please see KB0014480 for how to use multiple monitors. Please note this is only supported with the Remote Desktop client, it is not supported when accessing WVD via a browser.

How do I know what server I am on?

If you are experiencing issues we may ask for which server you have connected to within WVD. This can be found by going to Start>File Explorer and on the left-hand menu you will see an entry starting wvdgprd then some numbers such as wvdgprd003-4.

Screenshot of File Explorer with WVD pool highlighted in red

This helps us identify where the issue might be happening within the system.

If you cannot find the WVD-Pool number please let us know here, with an approximate time that you were trying to log in and we will investigate further.

I have both DS and Admin accounts, can I sign in on with either?

Yes.

Can I use a project account with WVD ?

Project accounts cannot be used with WVD at this time. We are investigating methods so that the resources associated with these accounts can be accessed.

Is there a timeout?

Yes there are two timeouts in place:

    1. After a short amount of inactivity the default screensaver / screen-lock engages. This will be extended to longer time period in a future release
    2. After one hour of inactivity you will be logged out

How do I print?

Users of the Academic and General instances of WVD can print to MyPrint and use their local printers please see KB0012727 for more details on MyPrint and KB0014536 for local printing.

Please note MyPrint and local printing will not be added to the SAP & Restricted instance of WVD .

What happened to the files I saved on the desktop?

The desktop only provides temporary storage for the duration of your login session, so you must save all your work to your network drives e.g. personal (M:) or shared (N:) before you log out. OneDrive is also available via https://office365.leeds.ac.uk

Important: Any data (e.g. files, folders, favourites, shortcuts etc.) saved anywhere else, including on the desktop will be deleted when you log-out (or are logged out due to inactivity).

When you have finished, you must copy your data back to your M: drive (or OneDrive via https://office365.leeds.ac.uk) because files saved anywhere else, such as on the desktop, will be deleted when you sign out (or are signed out due to inactivity).

If you are copying files to your OneDrive, then you must confirm that everything has transferred successfully before logging out or you may lose your work. 

Will my preferences / personalisation settings be kept when I log out?

Yes, email, mapped drives and accessibility options will be saved.

What software/ features are available?

Initially the service for staff will include access to network drives (e.g. M: & N:) and web based services / applications such as Banner 9,  library resources, Employee (Manager) self-service and other websites which can only be accessed 'on-campus'.

The first release of the service for students will include access to network drives (e.g. M: & N:), web based services, such as library resources and over 30 priority teaching applications. 

Additional software and features will be added in regular releases after launch.

You can launch Banner 9 using Google Chrome within WVD by using the desktop icon. Alternatively open Chrome and type banner.leeds.ac.uk into the address bar near the top of the window.

Banner 8 is no longer supported and will not be added to WVD.

Can I add a shared Inbox in Outlook?

Yes, you can now add additional mailboxes which will be remembered for future sessions see article KB0011065 for details on how to do this.

Why doesn't Software Center show the same software as my University PC?

Software Center isn’t used on the Windows Virtual Desktop. It will be hidden in a future release.

Why can’t I install software through Microsoft Store?

The Microsoft Store isn’t used on the Windows Virtual Desktop. It will be hidden in a future release.

What happens if I click "power off" in the start menu?

Nothing. This option will be hidden in a future release. To close your session please use the Log Off icon on the desktop.

Can I use Sophos Folder Encryption to access Highly Confidential Information on Windows Virtual Desktop?

No. Sophos Folder Encryption is not compatible with Windows Virtual Desktop. If you need to access Highly Confidential Information whilst working offsite please raise a Service Request including details of the device that you are using (personal or University owned)

What's the difference between Windows Virtual Desktop (WVD) and Virtual Windows Desktop (VWD)?

Nothing. At the start of the Covid situation a quick decision was made to call the service Virtual Windows Desktop (VWD) rather than it's actual technology title which is Windows Virtual Desktop (WVD).

In early 2021 it was decided to gradually introduce the correct technology title Windows Virtual Desktop (WVD). 

Troubleshooting

I receive a message saying, "The username you have entered is not enrolled with Duo Security. Please contact your system administrator."

If you are receiving this message then you need to enrol for Duo Two Factor Authentication. Please refer to the Duo Enrolment guide for more information.

Screenshot, Logon message stating, "The username you have entered is not enrolled with Duo Security"

I don't have access, how do I get it?

To request access to the service please raise a ticket by clicking on 'Request Something', then 'General Request for IT' (ensuring you are logged in). In the subject please put:

Outlook won't open or I receive a "cannot expand folders" message

If Outlook won't open or you receive a message saying "cannot expand the folder" or similar please visit article KB0012342 and check the "My desktop computer isn't loading my mailbox when I open Outlook" section at the bottom of the article for instructions on how to do this.

Outlook dialog box stating "Cannot expand the folder"Outlook dialog box stating "Cannot start Microsoft Outlook. Cannot open the Outlook window. The set of folders cannot be opened. The operation failed."

If you continue to see a message saying "Cannot expand the folder" after this and it is a mailbox shared with you. Please check with the mailbox owner that they have set the correct permissions. This guide explains how to do this.

I am trying to access the service but receive a 'Network Level Authentication (NLA)' error

If you try to launch a desktop and receive this error:

Windows 10 error message for Network Level Authentication

Please try the following:

Select the three dots next to the cog and select About

Select Reset

Select Continue

Select Subscribe

Instead of continuing with the saved account select 'Use another account'

Enter your username in the format <username>@leeds.ac.uk

Before entering your password check whether the box says password or PIN.

If it says PIN select 'Sign in options' or 'More Choices' depending on what you see

Choose password from the list.

Enter password as normal.

Why can’t I access the service?

If you see the following error message:
It looks like your system administrator hasn't set up any resources for <username>@leeds.ac.uk yet. Please choose a different account or try again.
If you believe you have received this message in error, please contact your system administrator.

it means that you do not have access to the particular virtual desktop that you are trying to access.

To request access to the service please login and click on 'Request Something', then "General Request for IT'. In the subject please put:

The @ sign on my Mac is not working in WVD

Set the keyboard mode to Unicode in the Remote Desktop settings as shown below.

Screenshot of Microsoft Remote Desktop Mac client showing Connections menu with Keyboard Mode set to Unicode

I receive an error message saying "We couldn't connect because there are currently no available resources..."

This means the service is currently full and cannot accept anyone else logging on to the service. Please try again later. We are continually reviewing capacity and will increase where possible.

I am trying to access the service but am just seeing a black screen

We are working with Microsoft to resolve this issue as soon as possible but if you are experiencing please try the following:

If this happens while using the web browser, then please refresh your browser page (pressing F5 works for most browsers) and this normally solves the problem. 

If you are using a Windows or MacOS device, then we recommend you use the desktop client app rather than trying to access it through a web browser. 

If you experience this while using the desktop client please wait and the desktop should appear within approximately 5 minutes.

If it's still showing try pressing Ctrl + Alt + End on your keyboard (Mac users may need to press Fn + Ctrl + Alt + End if this does not work) which will show the Security Dialogue box

Security dialog box with Sign Out option highlighted

Click Sign out, wait 5 minutes and try again. If you do not do this you may go back to the same server and face the same issue.

If you experience the black screen for several minutes but then successfully access the service, please let us know via the IT Service Status Page that you have been affected by the log-on delay (by logging in and using the 'I'm affected' button); also please include which server you have connected to within the Virtual Desktop (this can be found by following How do I know which server I am on?)

If you cannot find the WVD-Pool number or the black screen persists please let us know here and select 'Something Broken?' with an approximate time that you were trying to log in and we will investigate further.

I am using Academic Windows Virtual Desktop and the software I am using is running very slowly

Some software applications read and write large quantities of data to the location in which your data files are stored. If this is your M: drive, then this can cause the application to run very slowly when accessed via the Windows Virtual Desktop. We recommend that you store a temporary copy of your data files on the desktop and load them from there.

Important: When you have finished, you must copy your data back to your M: drive (or OneDrive via https://office365.leeds.ac.uk) because files saved anywhere else, such as on the desktop, will be deleted when you sign out (or are signed out due to inactivity).

I cannot open image files

There is a known issue with the Photos app affecting opening image files which has been resolved in the upcoming new version. As a temporary workaround please try the following:

Download the image file you wish to view to a suitable location (M or N drive etc.)
Right click on the image file
Select Open With...
Select Paint (if Paint doesn't show click More Apps and it should be there)

When using the search function in Outlook you may see the following message appear

Screenshot 'The Windows Search Engine is currently disabled. Outlook will not be able to provide fast search results using the Instant Search functionality unless this service is running. Please contact your system administrator."

This does not mean searching in Outlook is disabled you can tick Do not show this message again, then click OK to dismiss the message. Due to performance issues caused by the Windows Search Engine it is currently disabled. We are investigating enabling this in a future update.

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